The Audience group is where the people your marketing reaches live: your contacts and the forms that capture them. Keep this tidy and everything downstream — campaigns, pipeline, invoices — gets easier.
Contacts & lists
Audience → Contacts is home for every lead, customer and prospect. This is your CRM (customer relationship management — one shared address book that remembers everything), and there are three ways people arrive in it:
- Add someone yourself — one at a time, straight from the Contacts page.
- Import a spreadsheet — upload a CSV and the fields are mapped and checked against your existing list for duplicates automatically.
- Let your marketing do it — forms, bookings and your website create contacts on their own, and each contact records where it came from, so you can see which channels actually work.
Click any contact to open their profile: their deals, appointments, proposals, invoices and full activity history on one page. From there you can create a deal or send a proposal in a click — your contacts feed the pipeline directly. See Sales tools.
Lists, opened from the Contacts page, hold your lists. A list is a tag — "customers in Leeds", "leads from the spring form" — so a contact joins one the moment that tag is applied, whether you apply it yourself, a form applies it on submission, or an automation does. Build a list once and your campaigns can target it forever.
Forms
Forms turn interest into contacts. Build one in the visual builder — fields, conditional logic (show or hide a question based on an earlier answer), and a success message or redirect for afterwards. You will find them under Marketing → Forms, alongside your other publishing tools, but their output lands here in Audience.
Each form is public at its own link once you publish it. Share the link directly, drop it into a campaign, or embed the form in one of your websites — or any other site. Drafts stay private until you are ready.
Every submission creates a contact automatically (or matches an existing one), can apply tags you choose, and can kick off an automation the moment it arrives — see Automations. Likely duplicates are flagged for you rather than silently piling up.
Reviews
Audience → Reviews is where you'll see and reply to your Google reviews once Google Business Profile access is connected. It isn't available yet.
Duplicates
The same person often arrives twice — once from an import, once from a form. Duplicate detection catches this two ways: likely matches are flagged as new contacts come in, and you can run a scan any time from the Duplicates page (opened from Contacts).
- Review each suspected pair side by side.
- Choose which contact to keep. Merging moves everything — activity, deals, details — onto the contact you keep, and removes the duplicate.
- Genuinely different people? Dismiss the pair and it will not be raised again.
Staying compliant
When someone unsubscribes from your emails, that choice is recorded and honoured — you never have to remember who opted out. The Compliance Hub, opened from the Contacts page, is where you manage unsubscribed and suppressed contacts (a suppression list is the set of addresses your campaigns must leave out) to protect your deliverability — the likelihood your emails reach inboxes rather than spam folders.
Two habits keep you on the right side of this:
- Never manually re-add someone who unsubscribed. The list exists to protect you as much as them.
- Import only people who expect to hear from you. A smaller list that wants your emails beats a big one that marks you as spam.